Associate

ICICI Lombard

4 - 6 years

2 - 5 Lacs

mumbai

Posted:22 hours ago| Platform:

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Skills Required

customer experience management performance metrics crt digital campaigns customer journey mapping

Work Mode

Work from Office

Job Type

Full Time

Job Description

We have exciting opportunities for the role of Associate

Key Responsibilities (KRAs):

Analyze CRT call data to identify top call drivers and drive resolution through journey fixes
Optimize and continuously improve digital self-serve journeys across website, app, and WhatsApp
Drive adoption of digital channels through awareness campaigns and cross-functional alignment
Institutionalize VOC mechanisms (NPS, CSAT, feedback widgets) to drive continuous improvement
Collaborate with Product, Tech, Marketing, and CRT for timely deployment and issue resolution

Key Performance Indicators (KPIs):

25% Reduction in CRT call volumes from mapped call drivers
10-15% Increase in digital self-serve journey adoption across core functions (claims, endorsements, policy download, etc.)
Improvement in NPS and CSAT scores for key digital journeys
TAT for journey-level issue identification, resolution, and deployment
Engagement metrics on self-serve journey promotions (clicks, usage, drop-offs)

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